General Information
Job Title: Application Support Engineer, Manhattan Active
Primary Job Location: Mexico or Brazil (Remote)
Remote, Mexico or Brazil based
Employment Type (Permanent/Contract/Part-time/Intern): Contract, 12 months (renewable), full-time hours. Full-time employment through our employer of record partner is also available.
Immediate
Application Language: As professional English proficiency is a core requirement of this role, candidates are kindly requested to submit their resume and application in English. Applications received in English will be given priority in the review process.
Fulfillment IQ is a supply chain engineering and transformation company that helps brands, retailers, and 3PLs design, build, and scale high-performance logistics operations.
If you enjoy working in complex environments, partnering closely with clients, and seeing your work make a tangible impact on how global commerce moves, this is the place where your skills and judgment truly come to life.
You will own advanced troubleshooting, incident investigation, and root cause analysis for a global Manhattan Active WM and Order Management platform in production. The role sits in a 24x7 global support model with shift rotation, with primary coverage aligned to US time zones.
Run structured root cause analysis and drive permanent corrective actions
Improve monitoring, health checks, and alerting to catch issues before they become incidents
Keep disciplined incident records, known-error articles, and shift handovers
Technical: 3+ years in Level 3 application support or advanced production troubleshooting, with hands-on Manhattan Active WM or Order Management production support
Technical: analyzing application logs, API transactions, integration messages,



and monitoring data to isolate root cause
Technical: diagnosing incidents across configuration, integrations, application behavior, and data processing
Functional: supporting business-critical WMS or OMS operations within incident, problem, and change management procedures
Functional: willing and able to work a structured 24x7 shift rotation with clean shift handovers
Language: professional working proficiency in English, written and spoken, plus native or fluent Spanish (Mexico) or Portuguese (Brazil). Spanish is a plus for Brazil-based candidates.
Perform advanced diagnostics across functionality, configuration, integrations, extensions, and data
Support rapid diagnosis and restoration during high-priority incidents
run root cause analysis
Feed recurring problems into template, configuration, or extension improvements
Release Support and Knowledge Transfer
Validate fixes and support release readiness and post-release monitoring
run clean shift handovers
Key Performance Indicators:
Quality of vendor escalations and shift handovers
Independent Contractors
Fixed-term contract of 12 months, renewable, at an agreed rate, invoiced monthly to Fulfillment IQ
Brazil: operating through your own registered company (CNPJ) and able to issue service invoices (nota fiscal)
Contractors manage their own tax filings and social security contributions




Employees are employed and paid locally by our employer of record partner and receive all statutory benefits under local law.
Statutory social security coverage (IMSS in Mexico, INSS in Brazil), plus private medical insurance where offered under the employer of record's local plan
Statutory paid vacation with vacation premium (Mexico) or the constitutional one-third vacation bonus (Brazil), sick leave, and public holidays
Flexible leave policies that respect local labour standards
Retirement and Financial Security
Statutory retirement and housing fund contributions (AFORE and INFONAVIT in Mexico, FGTS in Brazil), and the statutory year-end bonus (aguinaldo in Mexico, 13th salary in Brazil)
Professional Growth, Flexible Work, and Additional Perks apply to contractors and employees.
Dedicated learning and development budget, with support for skills, leadership, and career progression

Flexible Work
~ Remote and hybrid work options, adaptable hours aligned to role and client needs

Equipment and workstation allowances, internet and business travel reimbursements, team events and offsites

FIQ uses artificial intelligence to assist in the screening, assessment, and shortlisting of applications for this position, including features within our applicant tracking system. AI supports human reviewers and does not make hiring decisions on its own. Consistent with Mexico's General Law for the Inclusion of Persons with Disabilities and Brazil's Brazilian Inclusion Law (Law 13.146/2015), accommodations are available on request at any stage of recruitment and assessment. We consider all qualified applicants without regard to ethnic or national origin, color, sex, gender, age, disabi

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